In a world where technology affects almost everything we do, we must ask how it’s improving our lives and creating challenges. Next Generation 9-1-1 (NG9-1-1) and IP-based emergency communications will eventually allow us to process calls more effectively, receive vast amounts of data and share functions between PSAPs. But NG9-1-1 does not provide a venue for setting realistic expectations for a public that may already rely too heavily on technology.

The problems we face because of unrealistic public expectations are not new. Callers are providing less information because they expect the PSAP already knows it. To realize NG9-1-1’s full potential, this dynamic must change. 9-1-1 callers must willingly provide information about their location and why they need help. They must help manage their own emergency.

Since the inception of ALI, some callers believe they no longer need to give their addresses because the “PSAP has the address.” This fallacy has persisted for decades. The implementation of wireless 9-1-1 Phase 2 only increased the expectation. Many citizens believe that any device can contact 9-1-1, and the system will automatically provide their location to the telecommunicator. Some callers become upset or argumentative when the telecommunicator asks for location information, delaying the entry of the incident and heightening the emotional tension. Tensions can also increase when the PSAP asks for the caller’s name. Few citizens know that their name isn’t provided to PSAPs when they dial 9-1-1 from a cell phone.

Obtaining information about an emergency can be the most challenging part of any 9-1-1 call. Often, frustration peaks when the PSAP struggles to understand the limited information offered by emotional callers. Many callers simply don’t understand why they’re being pressured to provide details of the situation they’re reporting. Such data as suspect or medical information can be extremely challenging for PSAP personnel to obtain. During an emergency, some citizens just demand help be sent. (Note: Calltakers should remember to tell callers that help is being notified by another dispatcher to calm them and try to keep the caller talking.)

As new technologies are integrated, we risk increasing these challenges unless steps are taken to better educate the public. NG9-1-1 will eventually provide the ability to electronically transmit pictures, video and other data, such as medical history and vehicle crash severity, to PSAPs. It may seem humorous right now to imagine a future in which a citizen believes their vehicle will provide all the information a PSAP needs. Unfortunately, that expectation could become reality. And no one will find it funny.

Incidents being reported to 9-1-1 aren’t the telecommunicator’s emergency. The emergency belongs to the caller, as does the responsibility to provide information and respond to questions whenever possible. Experience suggests that the new technical capabilities of NG9-1-1 may further enable the dysfunction we’re seeing today when telecommunicators try to obtain details from callers.

The same citizens who call 9-1-1 also manage such difficult issues as health care, education and finance, daily. Many have high standards for addressing these issues to ensure their quality of life remains high. Citizens should expect no less of themselves when they call 9-1-1. They play a major role in managing their emergency. Setting appropriate expectations for the public and educating them on their role is critical to our NG9-1-1 transition.

About the Author
Kathy McMahon is technical service manager for APCO International. Contact her via e-mail. [email protected]

Originally published in APCO International’s Public Safety Communications magazine, Vol. 77(6):22, June 2011.